Customer Service

The COVID-19 pandemic sent consumers into lockdown and shuttered brick-and-mortar stores for a relatively brief period. Many jurisdictions maintained stay-at-home orders for just a few months over the spring and summer of 2020. But the pandemic’s impact on the retail sector may have been permanent. Retail was already swinging decisively toward e-commerce, and the pandemic helped accelerate that trend, possibly forever. Most directly, consumers were forced to spend more time shopping remotely in early 2020, and brick-and-mortar operations found it difficult to pay the bills. The pandemic also had indirect consequences for retail. With more people working from home, for example, fewer people ran errands during their commutes. This trend persisted even when stay-at-home orders were lifted, and retail operations[...]

Getting a customer is only the beginning. The act of building that customer relationship needs to be prioritized in that conversation. Here we are going to share four ways you can do build that relationship and how it will benefit your customers and your business in the long term. Tip #1: Customer Retention Starts Before the Sale, Then Continues You may have what your customer needs, but having a customer that is excited to buy from you vs buying out of convenience from you is a different story. Customer experience (CX) applies through the whole customer journey, from engagement to acquisition and aftersales. The initial purchase is an important first impression. This is where you set your expectations and show[...]

The usage of social messaging around the world is ever-increasing. Messaging apps have more users today than ‘traditional’ social media platforms. Six years ago, the number of monthly active users (MAUs) on the top four social messaging apps (WhatsApp, WeChat, Messenger and Viber) surpassed the number of MAUs of the top four social networks (Facebook, Instagram, Twitter and LinkedIn). In 2020, Social messaging has reached 2.7 billion active users worldwide. This growing trend has changed the landscape and how businesses interact with their customers. Businesses are looking for more ways to reach their customers, they're now entering the scene as well. In a recent research conducted by Salesforce, customers today demand a different type of relationship with brands, 71% of[...]

With businesses actively pursuing customers outside their local area, nationwide and globally, there’s never been more competition. Even if you are the best at what you do or have a distinct niche, you need to connect and engage with your target audience at a high level. This includes strategies geared toward current customers and strategies that improve the customer experience for leads and new customers. Recent HubSpot research shows that increasing customer retention by 5% can increase revenues by between 25% - 95% . Combine this with the fact that it costs more to acquire a new customer than retain an existing one, the focus on maintaining good customer relationships must be a priority. Below are 5 powerful strategies that leverage[...]